# Principal Technical Support Specialist > FormAssembly Inc. · United States (Remote) · — · Posted 2026-04-30 **Workplace:** remote **Department:** Customer Success ## Description ### Description As a Principal Technical Support Specialist, you serve as a highly experienced individual contributor and technical leader within the Tier 1 team. You handle the most complex and high-impact customer issues, act as a key escalation point, and help drive the overall quality and effectiveness of support. You play a critical role in bridging Tier 1 and Tier 2, ensuring escalations are well-understood, properly scoped, and efficiently resolved. In addition to supporting customers, you elevate the team by mentoring peers, refining troubleshooting approaches, and contributing to process and knowledge improvements. You help foster a collaborative and high-performing team environment where continuous learning, accountability, and customer-first thinking are at the forefront. ### Overall Responsibilities: - Spend a majority of your day resolving complex customer issues via email, chat, and other support channels - Act as a primary escalation point for Tier 1, assisting with high-complexity or high-visibility cases - Partner closely with Tier 2, Engineering, and Product teams to drive resolution of advanced technical issues - Provide real-time guidance and support to team members via Slack and case collaboration - Assist in identifying, triaging, and communicating trending issues, bugs, or release impacts - Contribute to and help maintain internal documentation, troubleshooting guides, and support processes - Mentor team members by sharing knowledge, refining troubleshooting skills, and improving case quality - Help ensure consistency and quality in customer interactions and technical resolutions - Participate in initiatives that improve team efficiency, workflows, and customer experience ### Day to Day Responsibilities You’ll spend: - 60% of your week in the queue handling customer cases, with a focus on complex and escalated issues - 20% supporting team development – mentoring, assisting with escalations, and contributing to training efforts - 10% working on process improvements, documentation, and cross-functional collaboration (Tier 2, Product, Engineering) - 10% in meetings – team, department, cross-functional syncs, and 1:1 with manager - Actively monitor queues and Slack to identify escalation needs, trends, and areas of risk - Step in on challenging cases to guide resolution and ensure strong customer outcomes - Assist in reviewing and improving case handling quality across the team - Share insights and feedback on product issues, support gaps, and training opportunities - Help disseminate knowledge across the team and ensure alignment on new processes or updates - Partner with leadership to surface opportunities for improvement across support operations ### About You - You have a high level of personal and work integrity - You lead through influence and expertise, not authority - You are deeply customer-focused and advocate for the best possible experience - You are an expert problem solver who thrives on complex technical challenges - You are a strong communicator, able to translate technical concepts clearly - You proactively identify issues, patterns, and opportunities for improvement - You enjoy mentoring others and helping elevate team performance - You are highly adaptable and comfortable operating with autonomy - You have a strong understanding of front-end web technologies and system behavior ## Requirements ### Requirements: - 4–6+ years in a technical, customer-facing support role - Strong experience handling escalated or complex technical issues - Willingness to join customer facing phone calls to troubleshoot technical issues.  - Demonstrated ability to mentor and support peers without formal management responsibilities - Advanced understanding of product functionality, integrations, and troubleshooting methodologies - Proven ability to work cross-functionally with technical teams (Engineering, Product, Tier 2) - Remote employees are required to have reliable and secure internet access ### Proposed Core Technical Requirements - HTML — Reading and interpreting form structure, iFrame publishing, embedded forms - CSS — Diagnosing styling conflicts, selector specificity, theme-level issues - JavaScript / jQuery — Reading JS errors, understanding form logic and dynamic behavior - Browser Developer Console — Independent log review, DOM inspection, error diagnosis - Salesforce — Connector configuration, error interpretation, object relationships, SAML/SSO/Experience Cloud authentication - Diagnostic Tools — New Relic (log querying), Postman (API/connector testing), MxToolBox (email/DNS), SauceLabs (cross-browser testing) - Jira — Bug ticket creation, severity/priority assessment, known issue mapping - Written Communication — Clear, technical-to-plain-language translation for email-based customer responses ### Nice-to-Have - Salesforce Administrator Certification - REST API literacy - DNS / SSL fundamentals - XML (form source reading) - AI fluency/experience **Salary Range: $65,000 - $70,000** ## Benefits FormAssembly is a completely remote/distributed team. We thrive through digital communication, and work to connect numerous times a day. Our culture is vibrant, fun, and unique! Read more [about it here](https://www.formassembly.com/culture/). Some of our benefits include: - Health benefits (health, dental, vision) for Team Members based in the United States - Mental Health benefits with SpringHealth - 401(k) with 4% company match - Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees. - 9 paid company holidays - Flexible work schedule; work from anywhere! - Generous Paid parental leave (up to 16 weeks) - Charitable contribution match - Budget for professional development - Company provided Mac laptop You'll be joining a talented and fun team, working together to build something great! ## Apply [Apply at FormAssembly Inc.](https://apply.workable.com/formassembly/j/598EE5ABA7/apply) --- Powered by [Workable](https://www.workable.com)